Job Details

Global Technology Infrastructure - Change Operations Lead

JPMorgan Chase Bank, N.A.
Westerville, Ohio, United States
Our Global Technology Infrastructure (GTI) group is a team of innovators rewarded with innovators who love technology as much as you do. Together, you'll use a disciplined, innovative and a business focused approach to develop a wide variety of high-quality products and solutions. You'll work in a stable, resilient and secure operating environment where you-and the products you deliver-will thrive. GTI Sustained Engineering (SE) is responsible for service support and delivery for JPMorgan Chase's (JPMC) Global Technology Infrastructure. SE provides global, coordinated diagnostic and support services, while its Production Assurance and Support functions leverage and execute industry leading infrastructure management and support processes that are designed to minimize customer outages and impacts. Within SE, the Enterprise Production Management (EPM) team is responsible for providing governance of production across the firm. The team owns the Change Management process and controls for the firm, as well as managing Change Operations for GTI. With over 100,000 changes occurring every month utilizing a mix of pre-approved; automated; and normal change depending on risk and impact levels, we pride ourselves in continuing to support higher change velocity while maintaining stability and controls. The ideal candidate will have a strong technical background and experience in production management with a goal to ensuring stability while supporting GTI's strategies. As a successful Operational Lead for Technology Change Management for GTI, you will collaborate with teams across GTI and with LOBs and business partners to operationalize the Change process across GTI maintenance and project activities. You will focus on impact analysis; stakeholder management and agreement; communications; and successful/sustainable roll out. You will consult with all GTI towers to provide solutions for automated and straight-through change processing. You will use your influence and innovation to maximize change adoption, helping critical maintenance and project initiatives deploy in the most risk-averse way. Key to this role is your ability to build and influence cross-functional and cross-process relationships, apply critical thinking, and take the initiative to drive results impacting people, process, and technology. Key responsibilities Manage and support a team of individuals responsible for initial quality review and conformance to controls of all GTI Technology Change requests; Create or significantly contribute to change enablement strategies and plans, such as training; communications; use of AI and Machine Learning; and other improvement ideas; Work closely with project teams and change owners to conduct effective change scheduling, impact, collision and readiness assessments, and stakeholder analysis; Manage firmwide Restrictions across GTI and LOBs; Represent GTI within Major Event Planning process; Work with GTI towers and Project Teams to integrate change management activities into project plans; Manage the firmwide CAB process for high risk change activity; Drive consultation with all GTI towers to provide solutions for automated and straight-through change processing within controls; Define, measure and govern SLA's; Success and Change operational hygiene metrics Proactively identify and implement improvements to the change management strategy & methodology for GTI (Position is a voting member for ServiceNow Process/Tool enhancements with focus on GTI priorities.) Track and trend Change-related issues that contribute to impactful (Major) Incidents. Build executive presentations and identify risks and issues relating to change management functions Drive post mortem events to improve stability and security The ideal change management candidate will have a demonstrated track record of: Effective staff management and global interaction to drive process consistency Comprehending detailed technical updates and translating them into consumable insights for non-technical teams Understanding of Change Management methodologies and interaction with other ITSM processes. Ability to influence at all levels to ensure conformance to process while supporting new initiatives and developing new strategies based on ever-changing technologies. Creating clear, compelling communication materials with a cohesive framework, including job aids; management communications; and other service-oriented messages Providing thoughtful, structured recommendations to technology managers and development teams to help direct the best change outcomes. Evaluating existing processes and recommending improvements to support higher change velocity within risk and stability tolerance. Ability to work with rapidly changing requirements and directions Working with data to drive outcomes and results. Required Skills: 10+ years of experience applying change management and associated ITSM principles, methodologies, and tools towards technology solutions. Experience developing readiness, training and stakeholder engagement plans Highly organized, energetic, forward-planning and creative technology professional Able to handle ambiguity and can be flexible in their approach while understanding the audit, risk, and stability guidelines that protect the firm Strong analytical and problem-solving skills Interactive knowledge of ServiceNow as well as Data that supports ITSM processes, especially CMDB/Verum/Seal/AppLE and other systems of record An influential communicator, who has an impactful presence and can easily simplify messaging Bachelor's degree Desired: ITSM/ITIL training and experience with associated ITSM processes (Incident; Problem; Release; and/or Development) Experience leading multiple projects and supporting various business initiatives Experience as a Change Management Lead for large enterprise-wide business activities Good knowledge of the technologies that are supported by GTI Familiarity with software development toolchain and agile practices a plus JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.Equal Opportunity Employer/Disability/Veterans

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